Director, Logistics and Customer Operations

SUMMARY

The Director, Logistics and Customer Operations is responsible for leading and optimizing the logistics and end-to-end customer operations. This role ensures seamless order fulfillment, delivery, and post-sale support, driving customer satisfaction and operational efficiency. The Director collaborates cross-functionally with sales, supply chain, IT, and finance teams to deliver best-in-class service and logistics solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Logistics Management

• Direct logistics operations including warehousing, transportation, and distribution.

• Optimize logistics networks to ensure timely and cost-effective delivery of products.

• Manage relationships with third-party logistics providers and carriers.

• Ensure compliance with all regulatory requirements related to transportation and warehousing.

• Implement best practices in inventory management, shipping, and receiving.

• Customer Operations

• Oversee all aspects of customer service, order management, and fulfillment processes.

• Develop and implement strategies to enhance customer experience and satisfaction.

• Manage Customer Specialist team and ensure high performance and engagement.

• Establish and monitor key performance indicators (KPIs) for customer operations.

• Resolve escalated customer issues and complaints promptly and effectively.

• Process Improvement & Strategy

• Lead continuous improvement initiatives to streamline operations and reduce costs.

• Analyze operational data to identify trends, inefficiencies, and opportunities for improvement.

• Develop and execute logistics and customer operations strategies aligned with business goals.

• Drive digital transformation and automation projects within customer operations and logistics.

• Leadership & Collaboration

• Build, coach, and develop a high-performing operations and logistics team.

• Collaborate with sales, supply chain, IT, and finance to support business objectives.

• Communicate effectively with senior leadership, providing regular updates on performance and initiatives.

• Financial & Budget Management

• Develop and manage budgets for customer operations and logistics departments.

• Monitor expenses and implement cost-control measures.

• Negotiate contracts with logistics providers and vendors.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in Business, Supply Chain Management, Logistics, or related field (Master’s preferred).

• 8+ years of experience in customer operations, logistics, or supply chain management, with at least 3 years in a leadership role.

• Strong understanding of logistics, transportation, warehousing, and customer service best practices.

• Proven track record of driving operational improvements and customer satisfaction.

• Excellent leadership, communication, and interpersonal skills.

• Proficiency in ERP systems, logistics software, and data analysis tools.

• Up to 20% travel is required.

KEY COMPETENCIES

• Strategic Thinking

• Problem Solving

• Customer Focus

• Operational Excellence

• Team Leadership

• Change Management

• Financial Acumen

METRICS/KPIs

• Order fulfillment accuracy and timeliness

• Customer satisfaction scores (NPS, CSAT)

• Logistics cost per unit shipped

• Inventory turnover and accuracy

• On-time delivery rate

The Good Stuff – Benefits
Our team members' physical and mental health is important to a thriving workplace. That’s why we offer the following benefits to full-time employees:

• Medical, dental, and vision insurance offered for eligible employees

• 401(k) plan with a company match that vest on day 1 of eligibility

• Paid vacation

• Paid time off

• Holiday pay (11 days)

• Paid short-term disability

• Paid life insurance

• Banfield Pet Insurance Discounts

• Wellness Benefits and Discounts

• Employee Assistance Program

EEO

We are committed to an inclusive workplace where diversity in all its forms is championed. We are proud to be an equal opportunity workplace and we are an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

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